Patient says they have checked in, but don't see them in the patient queue, or they say you appear offline

Written by Dylan Turner Updated over a week ago

The patient not appearing in your dashboard can happen for a variety of reasons. In our experience, these are the things to check:

Make sure you are logged into the Dashboard and your participant went to the Waiting Room UrlAs a provider you will log into https://doxy.me/sign-in (or if a Clinic Account go to https://clinicname.doxy.me and click "Provider Login"). And then share the link listed in the Dashboard with your participant.

Make sure the patient has actually checked inThe patient may be sitting at the check-in screen, without having actually checked in yet. Make sure the patient is in past the check-in screen and in your waiting room.

Make sure camera and microphone access was givenDoxy.me needs access to your camera and microphone to work properly. If you can't see yourself in the top right corner see this article: Give Doxy.me Access to Camera Both you and your participant need to do this.

Switch to FirefoxIf you are using Chrome and you are showing up as offline, please switch to Firefox. If Firefox does not work Restart your computer.

Restart computer or browser, try againThere might be a problem or error with you or your patient's browser. Refresh the browser or restarting the computer often fixes the issue.

There might be a delay, wait a few secondsOn certain networks, it may take a few extra seconds (no more than 30) for a patient to appear in the queue.